Logistics Protocol
Getting your venom from the atelier to your address is a process we take as seriously as the construction of the garment itself. Every order is packed with intention — reinforced mailers, tissue wraps, and a branded insert that transforms unboxing into a moment worth remembering. Below is everything you need to know about how we move, how we track, and how we handle the rare occasion when something needs to come back.
Free. Always has been, always will be — within the borders of South Africa. We built the cost of shipping into the price of the garment because we believe the number you see at checkout should be the number you pay. No surprises at the final step. No “shipping calculated at the next screen” nonsense. The price is the price. That's a principle, not a promotion. Express shipping is available for an additional fee, and heavy parcels (over 2 kg) may incur a weight surcharge calculated automatically at checkout.
3–5 business days from dispatch. Orders placed before 14:00 SAST on a weekday ship the same day. Weekend orders ship first thing Monday morning. You'll receive a tracking number via email the moment your package leaves the atelier, and you can follow its journey in real time until it arrives at your door. We use RAM and CourierGuy — two of South Africa's most reliable courier services — because your patience deserves to be rewarded with competence, not excuses.
Every domestic shipment is tracked end-to-end via RAM or CourierGuy. You will receive your tracking link by email automatically upon dispatch. If you have not received a tracking number within 48 hours of placing your order, check your spam folder first, then contact us. We have never lost a package, and we do not intend to start now.
Calculated at checkout based on your destination and the weight of your order. We don't inflate shipping fees — you pay what the courier charges us, nothing more. The rate is determined dynamically and displayed before you commit to payment, so there are no surprises. Heavy parcels (over 1.5 kg) incur a per-kg surcharge that is calculated automatically. Free international shipping is available on qualifying orders — thresholds are displayed at checkout. We ship to SADC nations (Namibia, Botswana, Zimbabwe, Mozambique, Lesotho, Eswatini, Zambia, Malawi, and others), EU and UK destinations, North America, Asia-Pacific, and select destinations worldwide. New territories are added as logistics partnerships expand.
10–15 business days depending on your location and the pace of your local customs and postal infrastructure. We dispatch international orders within 24 hours of confirmation, but the journey after that involves airlines, sorting facilities, and customs checkpoints that are beyond our jurisdiction. We provide tracking wherever the destination postal service supports it. Patience is a virtue, and in this case, a practical requirement.
Import duties, taxes, VAT, and any customs processing fees are the sole responsibility of the recipient. These charges are not included in our product prices or shipping fees, and they vary by country. We will not misdeclare the value or nature of your shipment to circumvent customs regulations. That is not how a legitimate fashion house operates. If you are unfamiliar with your country's import thresholds, we recommend researching before placing your order so you are not caught off guard when the courier arrives with a bill.
We offer a 14-day exchange window from the date of delivery. If the piece doesn't fit, doesn't feel right, or doesn't move you the way it did on screen, you have two weeks to send it back. But — and this is non-negotiable — the item must be unworn, unwashed, unaltered, and in its original condition with all tags firmly attached. We inspect every return with the same obsessive attention we apply to production. If there is so much as a perfume mark on the collar or a crease that suggests it left the house, the return will be refused. No cash refunds. Ever. Exchanges only — for a different size of the same style or store credit at the current value of the item.
Email hello@candyvenom.co.za with your order number, the item you wish to return, and the reason. We will respond within 48 hours with return instructions and, if applicable, the address for shipment. Do not send anything back without prior authorization — unauthorized returns will be refused at the door and returned to sender at your expense. Include your order number and name on a note inside the package. Once we receive and inspect the return, your exchange or store credit will be processed within 5 business days.
Return shipping is borne by the customer. You choose the courier, you pay the freight. We will not deduct return shipping from your store credit or exchange value. However, once your exchange is approved, the replacement item ships to you free of charge — domestically. International exchange shipments are subject to the same calculated rates as original orders. This is fair, and it is final.
The following categories are exempt from our return and exchange policy. This is not a suggestion — it is a hard line with no exceptions, no negotiations, and no special pleading:
For all return and shipping enquiries, contact the house directly at hello@candyvenom.co.za. We respond within 48 hours. Quote your order number. Be precise. Be patient. The venom is worth the wait.